A Little Bit of What We're Thinking

Free and Easy Ways to Engage More Customers

Everyone knows that it’s less expensive to retain good customers than to acquire new ones.

Imagine if you could improve your customer retention rate – without spending a dime! You can, with three old-school techniques.

It takes twelve positive experiences to make up for one unresolved negative customer experience.

– “Understanding Customers” by Ruby Newell-Legner

Listen

In today’s information world, it’s easy to get distracted or multi-task. Equally vexing to the customer experience, our fast-paced lives often encourage us to jump to the answer before hearing the question.

People want to feel like they’re being heard, so:

Slow down and focus,

Don’t interrupt the customer,

Repeat or rephrase their primary question or concern, and

Ask clarifying questions if you need

78% of consumers have abandoned a purchase because of bad customer service.

– American Express

User Manners

While I love the immediacy and unfettered access that our digital world brings, it does tend to dehumanize us. @Cookerandson isn’t a handle – it’s a human being. Always remember the basics – “please” and “thank you” go a long way – and whenever possible refer to people by their names. Respect communicated through good manners shows that you value the individual.

A bad customer experience is shared twice as often as a good customer experience.

– White House Office of Consumer Affairs

Be Responsible

If you promise to investigate, follow-up, or somehow extend the customer interaction beyond the current conversation, then for Pete’s sake – do it! Don’t make promises you don’t keep. It’s not going the extra mile, but your customers will feel like it is in our service-starved world.

Not all the forces that go into a customer experience are within your control. How you respond to customers is.

We’re Here to Help

You’re wearing a lot of hats. We understand – we’re a small business too. Contact us to find out how we can help.